Triggering extra-role customer service behaviour of bankers in a developing country: the role of perceived organisational support and workplace happiness

Purpose A notable research gap exists in the literature regarding the intervening role of workplace happiness (WPH) between perceived organisational support (POS) and extra-role customer service behaviour (ECSB). Thus, this study, drawing on social exchange theory and organisational support theory, examines how POS affects ECSB of bankers both directly and indirectly, with WPH acting as a mediator. Design/methodology/approach A quantitative survey, using a self-administered questionnaire covering the study variables, targeted front-line bankers working in private banks in Bangladesh. PLS-SEM was applied to the data from 203 bankers, with a response rate of 40.6%, to explore associations between the variables. Findings The study revealed that POS positively and significantly promotes WPH and ECSB. Moreover, WPH significantly enhances ECSB. Furthermore, it was found that POS indirectly influences ECSB through flourishing WPH. The study also observed that POS and WPH accounted for 58.6% of the variance in ECSB, while POS alone accounted for 42.1% of the variance in WPH. Practical implications Banking firms can apply the findings of this study to cultivate a supportive work environment and improve workplace happiness, helping employees feel motivated to take responsibility for delivering exceptional customer service. Originality/value This paper makes a novel contribution by examining WPH as an intervening variable in the relationship between POS and ECSB. Moreover, this study provides insights into the factors influencing bankers’ ECSB.